Real-Time Analyst (RTA) Lead – UK Financial Collections

Gratitude Philippines

Manila

On-site

PHP 800,000 - 1,000,000

Full time

14 days+

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Job summary

Gratitude Philippines seeks an experienced Real-Time Analyst (RTA) Lead to oversee real-time workforce management for a UK Financial Collections account. The role requires leading RTA teams in a contact center or BPO environment, monitoring multiple queues and geographies, and driving performance against key metrics.

You will manage intraday staffing, ensure SLA achievement, and provide coaching and insights across operations.

Qualifications

Bachelor's degree in any discipline.
Minimum 2 years experience managing RTA teams in a contact center or BPO.
Proven experience leading RTA teams across multiple queues and geographies.
Strong real-time monitoring, queue management, and intraday performance skills.

Responsibilities

Lead and manage real-time analysts supporting contact center operations.
Monitor real-time performance across multiple queues, teams, and geographies.
Ensure staffing levels and resource allocation based on real-time needs.
Monitor service levels and address gaps proactively.
Drive performance on SLA achievement, schedule adherence, occupancy, and more.
Provide guidance and coaching to RTA team members.
Escalate significant issues to stakeholders.
Prepare real-time performance updates and insights.
Support continuous improvement initiatives to enhance workforce efficiency.

Skills

SLA Achievement

Schedule Adherence

Occupancy Management

Forecast Variance Analysis

Abandonment Rate Management

Queue Management

Real-Time Monitoring

Intraday Workforce Management

Contact Center Operations

Staffing and Resource Management

Performance Analysis

Education

Bachelor's Degree

Job description

Real-Time Analyst (RTA) Lead – UK Financial Collections

Location: Quezon City, Metro Manila, Philippines

Work Setup: 100% Onsite –Quezon City

Work Schedule: Shifting Schedule

Vertical: UK Financial Collections

Salary:Very competitive

Start Date: ASAP

Headcount: 1

Job Overview

We are seeking an experienced and highly analytical Real-Time Analyst (RTA) Lead to oversee real-time workforce management operations for a UK Financial Collections account.

The ideal candidate will have proven experience leading RTA teams within a contact center or BPO environment, managing multiple queues and geographies, and driving performance against critical workforce management metrics.

As an RTA Lead, you will play a key role in monitoring real-time operations, managing staffing and queue performance, ensuring SLA achievement, and supporting operational efficiency across multiple lines of business.

This opportunity is ideal for experienced Real-Time Analysts, RTA Team Leads, Workforce Management Specialists, WFM Analysts, and Contact Center Operations professionals ready to take on a leadership role.

Key Responsibilities

Lead and manage real-time analysts supporting contact center operations.
Monitor and manage real-time performance across multiple queues, teams, and geographies.
Ensure appropriate staffing levels and resource allocation based on real-time business requirements.
Monitor service levels and take proactive action to address performance gaps.
Drive and maintain performance across key Workforce Management and Contact Center metrics, including:
- Service Level Agreement (SLA) Achievement
- Schedule Adherence
- Occupancy
- Forecast Variance
- Abandonment Rate
- Queue Management Accuracy
Analyze real-time data and operational trends to identify potential risks, staffing issues, and service delivery challenges.
Coordinate with Operations, Workforce Management, Team Leaders, and other stakeholders to address queue and staffing concerns.
Manage intraday performance and recommend adjustments to schedules, staffing, and resource allocation when required.
Ensure efficient management of multiple queues and geographically distributed operations.
Provide guidance, coaching, and support to RTA team members.
Escalate significant service level, staffing, or operational issues to relevant stakeholders.
Prepare and communicate real-time performance updates and operational insights.
Support continuous improvement initiatives to enhance workforce efficiency and contact center performance.

Qualifications

Education

Graduate of a Bachelor's Degree in any discipline.

Experience

Minimum of 2 years of experience managing Real-Time Analyst (RTA) teams in a Contact Center or BPO environment.
Proven experience managing multiple queues and geographies.
Strong experience in real-time monitoring, queue management, workforce management, and intraday performance management.

Required Skills and Expertise

Candidates should demonstrate strong knowledge and experience in:

SLA Achievement and Service Level Management
Schedule Adherence Monitoring
Occupancy Management
Forecast Variance Analysis
Abandonment Rate Management
Queue Management Accuracy
Real-Time Monitoring
Intraday Workforce Management
Contact Center Operations
Staffing and Resource Management
Performance Analysis and Reporting

Preferred Competencies

Strong analytical and problem-solving skills.
Excellent leadership and people management abilities.
Ability to make quick, data-driven decisions in a fast-paced environment.
Strong communication and stakeholder management skills.
Ability to manage multiple priorities and respond effectively to changing business demands.
Experience working with geographically distributed teams or operations is highly desirable.

Work Setup and Schedule

Work Setup: 100% Onsite
Location: Quezon City
Work Schedule: Shifting
Candidates must be willing to work onsite and accommodate a shifting schedule.

Compensation and Benefits

Salary: Up to a 20% increase from the candidate's last drawn salary, depending on experience and qualifications.
Allowance: ₱2,400
Start Date: ASAP

Ideal Candidate Backgrounds

This role is suitable for professionals with experience in positions such as: